The recent decades have seen a rapid growth of service sector in the world economy. Jobs in this sector have increased tremendously (Kano, 1996) and organizations offering financial services, healthcare, communication and food, hospitality, transportation have proliferated. Many organizations in...

Since 1990, the Indian economy has moved towards greater openness and less controls. Many of the regulations which restricted entry, expansion of capacity and competition have been removed. This has increased the number of choices for the Indian consumer as well as competition among firms. The...